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- Free New Version Lifetime On Single Purchase
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- Last Update: 02.Oct.2024
- Version: 17.4
WooCommerce Support Ticket System
The WooCommerce Support Ticket System (WCSTS) is a comprehensive plugin designed to seamlessly integrate a support ticket system into your WooCommerce store. It enables shop administrators to efficiently manage customer and order-related inquiries directly through the WordPress backend. This plugin adds a powerful system to handle both user and order tickets, offering extensive customization options for a better user experience and streamlined ticket management.
With WCSTS, customers can submit tickets either related to their orders or general user inquiries via the frontend pages, while shop administrators can respond and manage them through a dedicated backend interface. The plugin also includes email notifications, file attachments, and predefined answers, making customer service fast and effective.
Key Features
Order Tickets
Once activated, the plugin automatically adds a ticket section to the WooCommerce order details page (accessible via My Account -> Orders -> Select Order). Customers can submit support requests specific to each order, view admin responses, and continue the conversation. They also have the option to attach files, such as screenshots or documents, to their ticket submissions.
- Order Status Management: The admin can control which order statuses allow ticket submissions or disable the order ticket system entirely.
- Guest Access: Guest customers can submit tickets through the “Thank You” page, and ticket notifications will provide a direct link to that page using a shortcode.
User Tickets
A dedicated Personal Ticket Area is automatically added to the My Account page. Customers can submit tickets related to general inquiries, independent of any order. You can also display the user ticket section anywhere on the site using a shortcode.
- Login Customization: The login message for non-registered users can be customized using a shortcode, enhancing the overall user experience.
Pay Per Ticket System
Admins can bind products to a number of questions (or tickets) that a customer can submit upon purchasing the product. Once the product is paid for, the plugin opens a special Pay Per Ticket that allows tracking of the number of questions the user can ask.
- Product-Specific Tickets: The number of tickets/questions allowed can be set at the product or variation level.
- Question Tracking: Admins can track the number of questions left for each product purchase and update this number via the ticket edit page.
File Attachments
The plugin supports file attachments for both ticket submissions and replies, making it easy to exchange documents or screenshots. Admins can set limits on the file size, number of files, and accepted file types. The chunk upload system ensures that large files can be uploaded without issue.
Predefined Answers
To streamline ticket responses, admins can create Predefined Answers that can be quickly inserted into replies. This feature is helpful for addressing common customer issues, saving time for support teams.
Rich Text Editor (TinyMCE)
Admins can enable the TinyMCE editor for frontend ticket areas, allowing customers to submit tickets with rich text formatting, making communication more organized and easier to read.
Backend Ticket Management
Shop admins can easily manage all submitted tickets through a dedicated backend system. They can filter tickets by status, priority, type (user or order), and more.
- Ticket Assignment: Admins can assign tickets to specific users for better workflow management.
- Custom Statuses: In addition to default statuses like Open, In Progress, and Closed, admins can create custom ticket statuses.
- Automatic Order Tickets: Tickets can be automatically created when an order reaches a specific status, with the option to include an automated message for the first response.
Customization & Options
The plugin offers a wide array of customization options to suit the shop admin’s preferences:
- Ticket Subjects: Subjects can be open text or selected from predefined topics.
- Notification System: Admins can configure email notifications for both users and admins, with customizable subjects and bodies. Dynamic placeholders like {subject} and {message} can be used to personalize notifications.
- Text Customization: Customize all frontend texts, such as messages shown after submitting a ticket or login prompts.
Additional Features
- Multi-language Support (WPML): Fully compatible with WPML, allowing translations for dynamic texts and ticket-related content in multiple languages.
- Priority Settings: Customers can assign a priority level to their tickets, helping admins better manage and respond to more urgent inquiries.
- Email Notifications: Automatic notifications can be sent to customers and admins whenever a new ticket is submitted or updated.
- Customizable Ticket Area: Use shortcodes to display ticket areas on any page, offering flexibility for site layout and design.
- Ticket History: Keep track of ticket and attachment history, providing a clear record of customer interactions and file exchanges.
- Role-Based Access: Admins can assign tickets to specific users with “edit_posts” capabilities and filter the ticket list by assigned admin users.
Conclusion
The WooCommerce Support Ticket System (WCSTS) is an essential plugin for any WooCommerce store looking to enhance customer service and streamline support management. With features like order and user tickets, Pay Per Ticket functionality, rich text support, and file attachments, the plugin provides a robust and flexible solution for handling customer queries. Its backend management tools and extensive customization options ensure that admins have full control over their support operations, while the frontend interface is designed to provide a smooth experience for customers.
Features Overview:
- Integrated order and user ticket system
- Pay Per Ticket system for product-based question limits
- Customizable file attachments and chunk uploads
- Predefined answers for faster response times
- Rich text editor (TinyMCE) for frontend ticket submissions
- Automatic email notifications for ticket updates
- Assign tickets to specific admins for better management
- Fully customizable texts, ticket subjects, and notifications
- Multi-language support (WPML compatible)
- Custom ticket statuses and priorities
- Display ticket areas via shortcode anywhere on the site
- Automatic ticket creation based on order status
- Detailed backend management with filters and ticket history
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